XK Law Customer Service

The following is GOOD CUSTOMER service EXCEPT:

• Responds to client inquiries within a reasonable time.

• Addresses client by name and remembers basic details.

• Answers calls and emails within a set timeframe.

• Offers solutions but does not explain legal options.

The following is part of the Customer Service model EXCEPT:

• Impressions

• Adaptation

• Listen, Empathize and Assure

• Solution & Follow Up

The _____ stage in the Art of Verbal Judo has the objective of initiating the conversation and gather information

• Explain

• Options

• Ask

• Confirm

How many stages are there in the Art of Verbal Judo?

• 3

• 4

• 6

• 5

Stage 4 of the Art of Verbal Judo is:

• Ask

• Confirm

• Act

• Options

This client constantly constantly calls and emails the lawyer, expecting immediate responses at all hours. This describes ______________.

• The Demanding Client

• The Know-It-All Client

• The Unresponsive Client

• The Emotional Client

There were _____ types of difficult clients that were shared in this session.

• 3

• 5

• 4

• 6

The following are trigger words EXCEPT:

• Calm down

• I will get to it immediately. If you don't mind I will get back to you in 3 hours.

• I understand how you feel

• Please wait

What is the name of the facilitator for this session?

• Gurmit Singh

• Gurrmeet Singh

• Gurmeet Singh

• Gurmeet Siingh